Strong customer service training tightens operations, reduces escalations, and boosts your team’s credibility. Teach your team how to get along so they can work together, get things done, and take care of customers. When technicians communicate clearly, listen well, and handle tough users with confidence, tickets close faster, customers stay calmer, and your organization gains efficiency, a stronger reputation, and a real competitive edge.
Our self-paced training identifies best practices for customer care and provides real-world scenarios that IT professionals encounter when dealing with a frustrated customer or teammate.
CIOs, IT managers, and MSP owners: Learn how Compassionate Geek IT customer service training will help you improve the level of service and improve your customer effort score.
Certification
Upon completion of this course, you will earn a certificate that verifies you have completed the training and are knowledgeable in the skills and techniques required to provide exceptional customer service and support. It shows that you understand how to listen effectively to customer and end-user concerns, use emotional intelligence skills to manage difficult customer interactions, and use interpersonal communication skills to build and maintain relationships with customers and coworkers.
Course Structure
This training course is designed to be completed in approximately six hours. Individual learning times can vary greatly. Some learners can complete it in as few as three hours, others may take considerably longer. Training content is listed below.
115 Steps in This Course
10 Sections
9 Quizzes
55 Videos
110 Total minutes of video
Completion time: 3 to 6 hours, depending on the learner.
Learning Objectives
At the end of this online technical training for IT professionals, you’ll be able to:
Identify the five principles of IT customer service
Know the 10 techniques to be a better listener
Use emotional intelligence (EI) to provide better customer service, improve relationships, and manage your stress
Handle customer complaints and angry customers (rude or abusive end-users) for positive results
Say no without alienating the other person
Losing customers due to poor customer service is expensive. Losing key employees due to negative experiences is also expensive. The best teams focus on excellent service to customers and care for each other.
Based on the book The Compassionate Geek.
What Customers Say About This Training
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“I wanted to take a moment and give you some feedback. Although all of my staff have not yet completed your training, the one employee who was my primary motivator in getting the training has. We had one of our key customers who was requesting he not support their account because of the high number of complaints from their staff. Two weeks after completing your training, the customer called and asked what the heck is going on. Their staff are now raving about how good he is! It’s a night and day difference. I wanted you to know and to say… Thank You!”
Michael R. Creed, President
Mega-Byte Computer Services, LLC
Andover, Ohio
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“I have noticed a marked change in the responsiveness of our IT staff. Some have greatly improved their communication skills, while others have displayed, for the first time, initiative and immediate reactions to internal customers’ requests.”
Julie Quigley, Director of Administration/ Information Technology Pittsburg Water and Sewer Authority
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“I found your message to be clear, positive, and insightful, I’m really grateful for your time, and I sure hope to be able to carry your lessons in the future.”
Chaim Kohn, CEO Infinite Solutions NY Inc
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“After enhancing the technical competency of our team, your course was a perfect complement to our efforts in improving the level of service we provide to our customers.”
Paul Wacker, Technical Services Division Manager Moxa Americas Inc.
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“Don and I worked together in my previous company to deliver training for their Enterprise Support organization. Don flew all around the country visiting our offices sharing his wisdom with the team. The CSAT scores soared once the team grasped some core relationship principles. Great to see the transition to a virtual model – our Support Analysts are everywhere!”
Jenna Koontz, Sr Director, Global Support Escalations FinancialForce.com, Inc.
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“I own an MSP. Our mission is to “BETTER an organization with talent, technology and outstanding service.” I am obsessed with delivering on the promise of outstanding service. That’s why I highly endorse Don Crawley. Every person who works for me MUST go through Don’s online IT Customer Service training course. I’ve also brought Don in for a live training session to great result. I win new business because owners are frustrated with other IT companies who: have proven to be undependable, can’t prevent issues; are slow to resolve problems or even show-up, and who have repeatedly proven that they don’t have the right mix of COMPASSIONATE GEEKS and technology to BETTER their business. While my competitors look cheap on paper their true cost is WAY too expensive”
Drayton Mayers, President
TeamLogic IT East Memphis
206 988 5858
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